The more your business expands, the more customer support issues you’ll have to deal with. These issues lead to high call volumes that can negatively affect your agents’ productivity and customer & employee satisfaction levels. However, today’s customers are more likely to go for self-serve alternatives or FAQs and get solutions on their own first, before raising a ticket. This makes self-service a great option to reduce support calls, boost agent productivity, improve response times, and increase CSAT (customer satisfaction) score and ESAT (employee satisfaction score)- all this while saving cost and other resources for your company.
So, if you’re new to the world of knowledge management and looking to consider a knowledge base for your organization, we’ve got you covered.
Below, we’re explaining what a knowledge base and knowledge base builder are and going over the key benefits of implementing one:
What Is A Knowledge Base Builder?
A knowledge base is an organized repository of information on your product, solution offerings, subject, process, and more. In simple words, building a Knowledge Base allows you to enable users to help themselves with the information they seek.
Wherein, a Knowledge Base Builder is a solution or a platform that helps you consolidate all this information into a central repository. This centralized knowledge base helps you collect, update, and distribute information basis the stakeholder’s role. It also helps in arranging different information formats that include articles, user manuals, FAQs, landing pages, and other documentation in appropriate categories. It makes it easy for your customers and employees to search for the information they need and address their problems themselves in real-time without contacting support.
Why Do You Need A Knowledge Base Builder?
While 20% of employees spend their time at work searching for information they need in scattered folders and disorganized data repositories while tracking down colleagues who can help with specific tasks.
Lack of a knowledge base builder platform can lead to scattered, unorganized information which may not be available to stakeholders right when they need it. Also, ensuring data privacy and security for protecting intellectual assets can be a challenge due to the non-presence of a proper knowledge base structure.
Here’s one example-
An IT department of the company may have a searchable, employee-facing knowledge base with troubleshooting FAQs and articles that address common IT support questions. Like “what to do if the company VPN returns an error” or “Why has my laptop slowed down terribly?” This way the employees are encouraged to help themselves resolve common IT support issues without having to raise rickets and wait for days to get the solutions.
Similarly, customers can seek help with their queries using the knowledge base and get answers to their queries in real-time without interacting with customer support representatives.
In simple words, a unified knowledge base facilitates internal employees as well as external customers. It spans everything from product help to how-to-instructions to support questions. The takeaway here is that they are always more than a simple FAQ page. They are seamlessly interconnected, searchable, and built to reduce support tickets.
What Are The Benefits Of A Knowledge Base Builder?
Makes It Easy To Search & Navigate – An efficient knowledge base builder supports users in discovering the most accurate information and documents they seek. Even if the search fails, it allows the users to route to manual support. It offers an easy lookup functionality to find content not just from articles, but also in other formats like media, PDF files, photos, and more.
Seamless Categorization- The platform lets you organize and manage your knowledge better by categorizing all the information, data, and articles, manuals with the help of various boards, collections, and categories.
Keep information up to date- Customers drive the evolution of self-service, while their queries and needs change regularly and frequently. It allows your teams to upgrade your knowledge base, FAQ section, offerings, procedures, etc. in a timely manner based on the latest gathered information on user difficulties and support queries.
Improves Experience For Stakeholders- The tool allows you to form teams and designate access to different users basis their roles, such as administrator, content author, editor, viewer, contributor, and so on. Also, you can enforce restrictions on the availability of information according to the user’s responsibilities.
Knowledge Preservation- A knowledge base allows employees to accurately document every project they complete, the content they write, the questions they answer, and the minutes they take, making it easy to transfer tasks and information from one employee to another. This preserves knowledge even after employees leave the organization which further helps the people who are tasked with picking up the pieces.
Saves Time, Money & Resources- Employees spend a lot of time looking for specific information and so do customers. Imagine the potential wasted, resources exhausted, and productivity lost! While you save precious time and resources by utilizing the correct software to share knowledge with employees for internal consumption and customers for query resolutions.
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To learn more about how a knowledge base builder can help your organization improve productivity, employee experience, customer experience, and more Schedule a demo with our AI expert today.
Senior content developer- Marketing
Akshada Benke is a content marketer at engagely.ai with more than twelve years of experience in digital content marketing field. She describes herself as a Philomath. She is confident & professional in developing strong consumer-insights driven goals to build brand and relationships.